Case Study: R&G Technologies achieves 15% increase in customer satisfaction with Client Heartbeat

How R&G Technologies Increased Customer Satisfaction by 15%

R&G Technologies is a Brisbane-based IT services firm (25–50 employees) founded in 2003 that supports over 150 clients and has seen rapid growth in the past three years. As the client base and headcount expanded, Operations Manager Mimi Tan faced growing pains and made maintaining high customer satisfaction a top priority.

R&G implemented Client Heartbeat to track satisfaction quarterly, sending 199 surveys and achieving a 71% response rate. The quarterly insights drove targeted process improvements and service-level changes, resulting in a 15% increase in overall customer satisfaction over 12 months.

R&G Technologies

Mimi Tan

Operations Manager